Customer Support Team Leader

As a Customer Support Leader at Bogos.io, you will lead and inspire a team of customer support professionals to deliver outstanding service. You will focus on building processes, implementing tools, and fostering a culture of customer-centricity while driving efficiency and ensuring customer satisfaction.

Responsibilities

• Handle customer issues when using the app (via all necessary methods such as phone calls, chat, email, and online meetings).

• Ensure the quality of Customer Support, the team meets the company’s goals (customer satisfaction index, rating metric, response times, etc.).

• Report data and analyze it to monitor and improve customer support quality & KPI.

• Develop and implement support processes and workflows to ensure consistent and high-quality service delivery.

• Manage team members by evaluating and enhancing their performance, fostering team connection, promoting a positive team culture.

• Recruit and train high-quality support staff, updating them on processes, projects, trends, and more.

• With at least 2 years of management experience in a related position, capable of self-learning, self-managing and persistently pursuing goals.

• Have a complete command of English. Well adapted to the working culture of foreign businesses. (Notice: You are required to provide copies of the diplomas and/or certificates you mentioned to validate your qualifications)

• Teamwork skill. Being highly responsible, able to withstand high pressure.

Not required, but priority is given to candidates who:

• Have experience working with foreign enterprises.

• Used to work on web-based CRM (Zendesk, Crisp, Freshdesk...)

• Experience on eCommerce platforms (Shopify/Magento/WooCommerce…)

Offers

• Salary: 20 - 25M+

• Quarterly bonus, project bonus, holiday bonus and other bonuses.

• Review salary every 6 months.

• Insurance, Paid leave,… in accordance with current Vietnam Labor Law

• Participate in the company's activities (Courses, Travel, Gym, Tea-break, Dynamic environment,..)